Client-Embedded IT Support Analyst I

Skynet Innovations; Northern (KY); Hybrid; USD 36,000 - 52,000; Full time

Benefits offered by this job

9 paid holidays

401K with matching

Excellent medical, vision, and dental

Life and disability insurance

Unlimited PTO

Job summary

LayerCake, a Blue Alliance company, is seeking an Dedicated Support Analyst I to provide day-to-day onsite technical support as part of a dedicated staffing engagement.

Role focuses on resolving routine issues, learning client environments, and maintaining professional client communication while adhering to ticketing standards and on-call rotation. This position may be in-office, hybrid, fully remote, or onsite depending on engagement structure.

Qualifications

• 0–1 years of experience in IT support, help desk, or a technical customer service role.
• Basic understanding of Windows and macOS operating systems, cloud productivity platforms, and common business applications.
• Strong written and verbal communication skills.
• Professional, composed demeanor in client interactions.
• Willingness to learn and adapt to client-specific environments and expectations.

Responsibilities

• Resolve assigned service tickets using established runbooks, knowledge base articles, and client-specific documentation.
• Handle common Level 1 issues, including password resets, account management, basic workstation troubleshooting, printer support, and standard application support.
• Escalate issues that exceed current capabilities with thorough documentation and clear context.
• Build rapport with client end users and IT stakeholders.
• Maintain a professional, responsive, and reliable presence.
• Provide clear, proactive client updates throughout the ticket lifecycle.

Skills

IT support

Windows/macOS basics

Communication skills

Client-facing demeanor

Adaptability

Tools

PSA/ticketing platforms

RMM tools

Job description

LayerCake, a Blue Alliance company, is seeking an Dedicated Support Analyst I to provide day-to-day onsite technical support as part of a dedicated staffing engagement.

Role focuses on resolving routine issues, learning client environments, and maintaining professional client communication while adhering to ticketing standards and on-call rotation. This position may be in-office, hybrid, fully remote, or onsite depending on engagement structure.